Administrator, Bxt, Myhr Benefits Support

Must have Bachelor's Degree or Master’s degree.
- 0-10+ years’ experience in contact center, customer service, human resources or equivalent experience.
- Fluent communication and writing skills in English (+85%).
- Schedule flexibility (support a 24x7 operations).
- Internet connection before joining date with a speed range of 50-100 Mbps.

The MHLS Benefits Professional is dedicated to servicing the Benefits space, interacting with Amazon employees in a way that builds trust by providing accurate information and resolving issues. This role is unique as it will require you to use critical thinking and fact-finding skills to make decisions that will lead the entire benefits process from intake to case management support.
Our HR Professionals must be able to ask our Amazon employees probing questions to fully understand what is going on in their life, what kind of support they need, how to get them their benefits and get their situation back on the right track to resolve utilizing business processes with a high attention to detail, using multiple resources to find the right information and communicate effectively with them. A high degree of ownership, strong communication skills, and the ability to handle sensitive situations with care are essential for this position. This is a fast-paced environment requiring ability to quickly pivot through several communication forms, prioritization of work to be completed as well as follow-through and execution with attention to details while always keeping the customers’ needs first.
The MHLS Benefits team is comprised of HR Professionals supporting Amazon employees globally within multiple languages, with services 7 days a week.
Key job responsibilities
As an MHLS Benefits Professionals your responsibilities will be:

- Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of problem solving and customer obsession.
- Build customer trust through empathetic, personalized conversations by assessing and adjusting the case management plan to each employee’s changing needs.
- Serve as a first point of contact for employee related inquiries and holistic case management services, including but not limited to financial, health, and internal review to meet compliance with corresponding benefit plans as defined by Amazon.
- Manage own workload effectively to meet SLAs, productivity goals, and escalate when significant changes or gaps in assigned workload arise.
- Resolve such inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures - escalate when these cannot be resolved.
- Respond to employees impacting issues that may arise during the benefits event and ensure the right communication and documentation occurs, even when information is limited.
- Use high judgement, critical thinking and rationale to balance process adherence with employee’s needs to analyze and decide on benefits requests.
- Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies.
- 5+ years’ experience in contact center, customer service, human resources or equivalent experience.
- Basic US legislation Leave of Absence and Accommodations knowledge.
- Knowledge of US federal and state leave and disability laws.
- Experience in providing consultation and guidance on human resources, benefits, or complex employee matters.
- Experience dealing with customers and exceptional use of empathy skills.
- Proven ability to adjust to constantly changing workloads and manage customer contacts in a fast pace environment.
- Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
- Detail oriented with ability to analyze, problem solve, organize and manage multiple priorities.